Professionals in spaceMystery shopping
A real shopping experience
The key to the perfect customer experience
Mystery shopping is a method in which a trained evaluator acts as an ordinary customer and anonymously checks the quality of service, adherence to standards and overall customer experience.
How can Mystery Shopping improve your business?
or when you already know that just “I have a feeling” is not enough….
Increase
quality of service
Identify specific areas where your employees excel or need improvement. Mystery shopping will reveal the exact moments in the customer journey that need attention.
Motivating
employees
Regular evaluation motivates the team to perform better. Positive feedback boosts self-confidence, while constructive criticism leads to concrete improvements.
Competitive
advantage
Get ahead of the competition with a consistently superior customer experience. Satisfied customers keep coming back and recommending your services.
The magic of mystery shopping success
Mystery shopping is not a one-time event, but a continuous process that helps build a culture of excellence in your company. Regular measurements allow you to track trends, validate training effectiveness and ensure your standards are being met across the board.
Find out if we can move your business forward
Why is NAUT the right choice?
Mystery shopping in numbers
Trust but verify
Types of Mystery Shopping we offer
Personal visit
Classic mystery shopping in a brick-and-mortar store – the most common and comprehensive form of evaluation.
Online mystery shopping
Website, e-commerce and online customer service assessment.
Telephone mystery calling
Evaluation of telephone communication, speed, responsiveness and quality of support.
Sectors in which we have experience
Retail
- Chain stores
- Pharmacies
- Trafiky
- Pumping stations
- Fashion shops
- Electronics
- Food
Horeca
- Restaurants and cafés
- Hotels
- Fast food
Services
- Banking
- Telecommunications
- Automotive
E-commerce
- Fashion & Apparel
- Electronics & Electrical
- Health & Pharmacies
- Cosmetics & drugstore
- Food & Gastro
- Home & Living
- Construction & technical equipment
- Automotive & moto
- Sport & outdoor
- Children’s goods & toys
- Luxury & premium brands
- Marketplace platforms
- B2B e-commerce
- Digital Products & Services
- Subscription & recurring business
Find out if we can move your business forward
What all is assessed?
Mystery shopping covers all key areas of the customer experience. Every aspect is carefully documented and evaluated against pre-defined criteria.
The assessment is always individually tailored to the client with the possibility of extending the scenario according to the needs.
General impression when entering the establishment
The overall feeling when entering the establishment is evaluated – from the first contact with employees, orientation in the space, to the atmosphere of the place. It is observed whether the environment is pleasant, professional, trustworthy and whether the customer feels welcome.
Cleanliness, atmosphere, visual presentation
The cleanliness, orderliness and overall visual level of the establishment is assessed. The condition of the interior, display of goods, clarity, lighting and compliance with visual brand standards that influence customer comfort and decision-making are assessed.
Friendliness, willingness to help, professionalism
It focuses on the behaviour of the employees towards the customer – friendliness, willingness to actively help, communication and overall professionalism. It looks at whether staff respond in a timely and appropriate manner and whether they create a positive customer experience.
Expertise, ability to advise
The staff’s professional readiness, ability to explain the product features clearly and advise on the selection according to the customer’s needs are evaluated. Important are confidence in answers, accuracy of information and the ability to offer a suitable alternative.
Efficiency, waiting times
Service efficiency, waiting times and the smoothness of the whole process are monitored. It assesses whether customers are delayed unnecessarily, how quickly staff respond to queries and how they handle multiple customers at the same time.
Payment process, method of parting
The final stage of the purchase is assessed – the payment process, clarity of information, the offer of additional services and the overall way of parting. Emphasis is placed on a professional closing of the sale and a positive last impression.
General impression when entering the establishment
The overall feeling when entering the establishment is evaluated – from the first contact with employees, orientation in the space, to the atmosphere of the place. It is observed whether the environment is pleasant, professional, trustworthy and whether the customer feels welcome.
Cleanliness, atmosphere, visual presentation
The cleanliness, orderliness and overall visual level of the establishment is assessed. The condition of the interior, display of goods, clarity, lighting and compliance with visual brand standards that influence customer comfort and decision-making are assessed.
Friendliness, willingness to help, professionalism
It focuses on the behaviour of the employees towards the customer – friendliness, willingness to actively help, communication and overall professionalism. It looks at whether staff respond in a timely and appropriate manner and whether they create a positive customer experience.
Expertise, ability to advise
The staff’s professional readiness, ability to explain the product features clearly and advise on the selection according to the customer’s needs are evaluated. Important are confidence in answers, accuracy of information and the ability to offer a suitable alternative.
Efficiency, waiting times
Service efficiency, waiting times and the smoothness of the whole process are monitored. It assesses whether customers are delayed unnecessarily, how quickly staff respond to queries and how they handle multiple customers at the same time.
Payment process, method of parting
The final stage of the purchase is assessed – the payment process, clarity of information, the offer of additional services and the overall way of parting. Emphasis is placed on a professional closing of the sale and a positive last impression.
Data that changes decisions in action
Reporting – what is the output?
Detailed data export
- Overview of all evaluated parameters of visits according to the specifications for each establishment.
Graphical evaluation of success rates
- Visualisation of results by region.
- Possibility to add trend charts and comparisons.
Additional indicators
- Inclusion of other metrics defined by the client (e.g. specific KPIs, benchmarks).
The Power of Mystery Shopping
Discover the power of mystery shopping and find out how this tool can transform your business. Learn how regular customer experience assessments can help identify weaknesses, motivate employees and build a competitive advantage in the marketplace.
Anonymous review
Unbiased assessment of services
Detailed reporting
Comprehensive feedback
Objective data
Measurable results
Your first step to starting your business
Non-binding inquiry
Contact
NAUT GROUP s.r.o.
Office
Jinonická 804/80,
158 00 Prague 5 – Košíře
